Boost your Customer Satisfaction

You are in direct communication with the customer, and in order to secure a high Customer Satisfaction, tonality is important.

We have analyzed what drives Customer Satisfaction and what you should be thinking about when communicating with customers.

• Solution oriented
  • Focus on finding a solution to the customer's issue as quickly as possible. It is always great to collect relevant information to solve your errand, but motivate why you are asking those questions and how they help you solve the errand.
  • According to the Consumer Sales Act (swe: Konsumentköplagen) the customer is entitled to request either a refund or a new product. Link: Konsumentköplagen (Swedish, external site)
    
• Low number of responses
  • Customer Satisfaction is far higher for errands with only one or two responses. It is of course not always possible to achieve this, but it is possible to reduce your average number of responses by being precise in your responses, offering solutions, and follow the guidelines established for our various Issue Types.
    Links: Regrets ⋅ Complaints ⋅ Missing Shipments

• Helpful and pleasant language
  
  • We encourage a relaxed tonality when speaking with customers. It is sometimes reasonable to use a smiley and friendly greetings. We always maintain a professional language, and keep focus on our target to help the customer with their issues.
  • Start and finish all your emails with a greeting and a goodbye.
    
    
• Clarity
  
  • Try mirroring the customer's language. They do not have the same knowledge of the particular item, or about e-Commerce in general, therefore we must adjust our language to fit the customer.
  • How you set up your email is also relevant in reducing the number of responses you need to send
    • Divide your email into paragraphs
    • Highlight relevant information
    • Use lists